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How to create awesome customer experiences

Personal customer experiences are and will be more and more vital. People to people, but also people to machine. Today, there are several providers of the same services, and the new ones are faster, more flexible, and more personalized in their communications with their customers & users. How do we ensure that we provide the right information to our employees as well as to our customers so they can better serve and increase customer satisfaction?

This webinar will focus on how you as an organization will have to restructure, rethink and redesign your technological platform to support increasing employee- and customer demands.

Key takeaways:

Holistic understanding of how to make a successful cloud transition
Learn why modern organizations excel in customer treatment, productivity, flexibility, and agility
High-level architecture and how and why DevOps changes organizations

8.
WE DRIVE BUSINESS EVOLUTION FORWARD
Agenda
•Making technology relevant for the business
•Delivering great features, fast and with high quality to win in the marketplace
•DevOps
•Software Architecture
•Culture

9.
We Drive Business Evolution Forward
How we work with customers
Lumagate is a business partner that helps customers use technology to achieve their
organizational and business goals
•Every company is a technology company
•Focus on knowing the customer’s business
•Focus on culture
•Technology as a means to achieve business goals
•Long term strategic engagements, embedded with the customer
•Trusted Advisors, Full Stack Engineers and Subject Matter Experts

10.
We Drive Business Evolution Forward
Where are you?
Bespoke
Turnkey
CustomerEmployee
Internal IT
Business IT

12.
We Drive Business Evolution Forward
Why are developers
important?
•Because software is magic; you need wizards
•Developers give value to customers
•Software engineers created your products and
tools, and are building you business critical
software
•IT Pros need to become Ops Engineers
•Ops Engineers and Developers enable DevOps
•Steve was right
Microsoft CEO Steve Ballmer at Microsoft’s 25th
Anniversary event in September 2000

14.
We Drive Business Evolution Forward
DevOps
•DevOps is about speeding up the SDL
• We focus on outcomes
• Culture, technology and tools
• Changing what people do changes the culture
•Resolve the core, chronic conflict between dev and
ops
•The Three Ways
• The Principles of Flow
• The Principles of Feedback
• The Principles of Continual Learning and
Experimentation
•Shared Goals
•How to integrate Dev and Ops?
•Technology to enable the principles come later The Phoenix Project: A Novel About IT, DevOps, and Helping Your Business Win
by Gene Kim, Kevin Behr, George Spafford

15.
We Drive Business Evolution Forward
A Note on Outsourcing
•IT outsourcing is a tactic used to control costs through contractually-enforced stasis
•Firm, fixed prices that schedule annual cost reductions
•Organizations are unable to respond to changing business and technology needs
“For companies who are now coming off
of five-year IT outsourcing contracts, it’s
like they’ve been frozen in time, during
one of the most disruptive times in
technology.”
Adrian Cockcroft

17.
We Drive Business Evolution Forward
Jeff Bezos’ Big Mandate (2001)/Steve
Yegge’s Architecture Rant
1. All teams will henceforth expose their data and functionality through service interfaces.
2. Teams must communicate with each other through these interfaces.
3. There will be no other form of interprocess communication allowed: no direct linking, no
direct reads of another team's data store, no shared-memory model, no back-doors
whatsoever. The only communication allowed is via service interface calls over the
network.
4. It doesn't matter what technology they use. HTTP, Corba, Pubsub, custom protocols --
doesn't matter. Bezos doesn't care.
5. All service interfaces, without exception, must be designed from the ground up to be
externalizable. That is to say, the team must plan and design to be able to expose the
interface to developers in the outside world. No exceptions.
6. Anyone who doesn't do this will be fired.
7. Thank you; have a nice day!

23.
We Drive Business Evolution Forward
Software Architecture Patterns
•Goal: loosely coupled components with bounded contexts
• Service Oriented Architecture (SOA)
• Microservices
•What is a microservice?
• Does one and only one thing
• Is owned by a small team
• Is very small and performant
• Can be swapped out with zero impact
•Evolutionary architecture
• Migrate to more suitable architecture patterns as the business needs
change
• eBay and Google are both on their 5th complete rewrite of their architecture
from top to bottom
•How to migrate from what we have to what we need?
• Strangler approach

24.
We Drive Business Evolution Forward
Continuous Experimentation,
Learning and Improvement
•“The improvement of daily work is more than important than daily work itself.”
•Technology work is a fundamentally experimental endeavor, and should be managed as
such
•Fail often and fail fast
•Safe work environment
•Blameless culture

25.
We Drive Business Evolution Forward
Value Stream Mapping (VSM)
•A value stream is the sequence of activities an organization undertakes to deliver on a
customer request.*
•A value stream is the sequence of activities required to design, produce, and deliver a
good or service to a customer, and it includes the dual flows of information and material.*
•Optimize the Value Stream for a feature, product, service etc.
• Current State Map vs. Future State Map
•Make decisions on numbers and data, not «feelings»
•Optimization and automation of the value stream’s delivery pipeline
“Data may disappoint, but it never lies.”
Jay Samit, Disrupt Yourself!
* Martin, Karen; Martin, Karen; Osterling, Mike; Osterling, Mike. Value Stream Mapping: How to Visualize Work and Align Leadership for Organizational
Transformation (Kindle Locations 233-235). McGraw-Hill Education. Kindle Edition.

27.
We Drive Business Evolution Forward
Closing Remarks
•You need the right culture and the right architecture
•You need the right technology to underpin that culture and architecture
•This enables speed and quality
•Speed and quality lets you beat the competition
•Either you disrupt your company or someone else will…

28.
We Drive Business Evolution Forward
Questions?
Thank you,
and be safe!